KONE, a global player in the elevator and escalator industry, has strengthened its partnership with Orange Business Services by moving its global contact centre solution to the cloud.
KONE said the latest deal is part of its ongoing commitment to delivering a high-quality end user experience worldwide. By moving the contact centre infrastructure to the cloud, KONE will be able to benefit from scalability, flexible omnichannel capabilities, intelligent call routing and built-in security. In addition, the contact centre can handle email, voice and alarms for sites around the world and is integrated into KONE’s remote monitoring platform.
“Orange Business Services is playing an important role in helping us with our Digital Transformation by migrating our contact centre solution to the cloud. This will further enhance our customer experience and pave the way for further innovation in our customer support service,” said Antti Koskelin, Chief Information Officer, KONE.
As part of the agreement, Orange has established five contact centre hubs globally to simplify and optimise the organisation, moving away from a site-based infrastructure to the cloud. The solution spans 35 contact centre sites across all continents.
Fabrice de Windt, Senior Vice President, Europe, Orange Business Services, said: “We are honoured to have KONE’s continued trust to improve and innovate its business-critical customer support function. Our global cloud expertise and experience will provide KONE with an optimised and flexible solution, offering improved scalability, cost-improvements and potential for innovation.”
